SpinCity Casino - Player's winnings have been confiscated.

I've been encountering numerous issues with this site and its fraudulent strategies, terms/conditions involving the conversion of 'real money' to 'bonus money' which you can't withdraw. There are delays in payouts and verification processes while the requested amount is held in the account, and if there's any change in this balance, the request is denied. Even if all this information is written, if you consciously/strategically avoid their bonus offers and don't purchase anything consciously/strategically from their 'store', which can convert all your available 'real money' to 'bonus money' (almost certainly lost until you roll them over), you can avoid this casino's trap if you are aware of the 'cashback' conditions (which also have the same negative properties for players as they convert your balance into 'bonus money').

This is what I thought. However, I accumulated a larger real money amount of 2000 euros, strictly avoiding the bonuses and others mentioned above. But while playing with amounts between 3 to 7.50 euros per spin, without realizing it, they sneak in some 'cashback' on a Tuesday whereas I was aware that cashback only comes on Friday. They covertly insert a certain amount (around 77 euros) as cashback, and in my tranquility, knowing that there's no way I could convert my balance into 'bonus money', I continue playing with larger amounts, spinning quickly and peacefully, winning larger sums. But a large win with bonus money means an even greater amount to roll over to cash it out (x40); for instance, if I make a 250 euros win, I need to roll over 10000 euros.

In short, the site slyly throws in this cashback while I am emotionally affected, mid-game, amidst losses and wins, but calmly thinking that there is no way to convert my real money. They add this cashback while increasing my 'loyalty level', claiming they notified me through a message on the site, but it neither appeared while I was spinning the slot, nor did I notice the 77 euros change in the balance given that it fluctuates within seconds with values ranging from 5 to 505 euros. I mention this because the support team cannot believe that I didn't notice the 77 euros while in the game. But the point is, I read the conditions regarding 'cashback', and it states that cashback is given on Friday, and nowhere does it mention that upon level up, this cashback is automatically enforced, which we realized is not a positive but rather the opposite.

When trying to withdraw the remaining amount after a loss, which I desperately needed, I couldn't withdraw it anymore because everything had become 'bonus money' without my knowledge. In a state of shock and panic over this unexpected event, I initially tried to fulfill the condition just to withdraw the necessary amount I had planned on. Panic set in as someone suddenly changed the conditions I was familiar with and had studied to avoid a wipeout, and they arrogantly stole my money — giving me some points from a computer game and explaining to me how it was not a fraud.

Dear pmihalev93,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• What was your account balance when the bonus was credited?
• Could you share your bonus history?
• Could you please share your communication with the casino regarding the cashback bonus? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

I have sent a reply to the email you provided.

Dear pmihalev93, thank you for the information.

I reviewed the cashback rules (https://spin.city/en/cashback) and found the following:

To qualify for cashback, you must deposit a specified amount from Friday to Friday. Cashback is based on bets made on live games and slots during the week and is credited to your account every Friday at 6 UTC, meaning you'll receive the cash on that day.

• Could you please provide your bonus history?
• Also, could you share the notification the casino sent you when the cashback was credited?

I have sent the requested files to your email

I expected a reply from you within this week.

Dear pmihalev93, after carefully reviewing the evidence you have sent, we are sorry to inform you that since you were notified about the cashback bonus and still chose to play with the money, we are unable to assist you. You are required to contact the casino if you wish to cancel the bonus before using the money.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.